Organizing Departments for complaints

I personally believe every company should have some type of system for complaints, reviews, returns, and purchases to be successful. For instance when a consumer buys a product that doesn't work properly but they can't return it who should they call? I would call the complaint department or maybe even returns. Once you get someone on the phone, tell them the issue you are having and hopefully you'll get a good customer service representative that can assist you. If it was my company I would create the different departments with several team members. Having more than others in some of the larger areas of interest, one being complaints. Have several members taking phone complaints, mail, and email then compile those to give to people to review them. Once they are review see if a solution can be made, if not forward on to a supervisor that can deal with the situation on a different level and provide the best solution for the consumer and company.